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user_acc355
1st Topic

Visitor

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2 Messages

09/22/2026 3:24 PM

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Return Equipment I'm Currently Using and Paying For

Xfinity keeps messaging me to return my router that I am using for my new services under my 5 year contract. I've asked about 3 times now to stop this request with no success. How do I get this to stop?

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3 hours ago

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XfinityAdrienne

Official Employee

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2.3K Messages

3 hours ago

I am happy we were able to get the equipment all cleared up from the previous location, @user_acc355! Please don't hesitate to reach out to us here if you have any other questions/concerns, we are happy to help! Have a wonderful rest of your day. 

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XfinityBradM

Official Employee

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1.6K Messages

6 hours ago

@user_acc355 Are you seeing equipment as options to return when using logging into the return center? 

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user_acc355

Visitor

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2 Messages

Yes. The router I am currently using for my Xfinity service is the only equipment listed

6 hours ago

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XfinityAdrienne

Official Employee

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2.3K Messages

Hmm, that is certainly strange @user_acc355! I would be more than happy to look into the account further and see what we can do to get the equipment updated. Can you please send us a DM to get started?

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support". 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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5 hours ago

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